Recorded Webinar: 7 Strategies to Deal with Queues

Flooded with calls? Even the best-run contact centres have times they are swamped with high volumes of phone calls. They are frustrating to callers and do not portray the image of the service that you would like to render.

Winning tip –“In Customer Service environments, understand the root cause for calls coming in and then working from most frequent downwards, remove the underlying issue – by far the most effective way of shortening queues rather than trying to manage them…” thanks to Iain.

Interactive Q&A – Live questions from the audience

Topics to be discussed

Dealing with long queues

Creative staffing strategies

Forecasting and planning busy periods

Triaging incoming calls

Blending calls and emails and outbound calls

Using multi-skilling to increase the agent pool

Call avoidance techniques

First contact resolution

Using Workforce Management

Call Back technology

Top tips from the audience – how our audience deal with queues

Interactive questions and answers

This webinar is brought to you by Call Centre Helper and is sponsored by Netcall.